Lead - Salesforce Automation - Pharma

Job Description

Sales Force excellence - SFE TeamEmployment Type - PermanentJob Purpose : Responsible for driving the organizational CRM agenda and aligning with goals of business and cross functional stakeholders to deliver robust CRM systems and processes, thereby impacting field force efficiencies and productivity and enabling marketing teams to better engage with customers. Incumbent will also be responsible for ensuring accuracy of data for better decision making, higher user adoption and inculcate best industry practices in sales force automationKey Accountabilities (1/6) : I. Managing and driving a robust company CRM system and connected processes- Equip the teams with an efficient tool for ensuring smooth execution and monitoring of CRM processes for sales and marketing teams- Develop new digital tools/ processes to enable efficient execution of the business strategies and build tracking/monitoring mechanisms to add value for sales and marketing teams- Engage with Business Sales, Marketing and other internal stakeholders for execution of new Digital Projects- Drive usage and implementation of Digital Tools with the Sales and Marketing TeamsII. Oversee development and implementation of new CRM modules and initiatives- Understand project requirements of business to ensure final output meet business requirements- Training and Implementation of CRM Tools and Features- Governance of Vendor partnersKey Accountabilities (2/6) :III. Data sanctity and accuracy Responsible for maintenance of all company Connect Masters and Databases in terms of accuracy and uniquenessDefine SOPs for the maintenance of all company Connect Masters and ensure SOPs are followed by all relevant stakeholdersEnsure seamless integration of company Connect customer database with peripheral systemsIV. Delivering seamless helpdesk experience for the Field Force and Marketing HOResponsible for ensuring continuous improvement of the helpdesk support team service levels to thefield and Marketing HO teams and maintenance of TAT within agreed limitsEnsuring periodic cadence with the CRM and HW helpdesk teams with the objective of having a governance structure in place for control and monitoring performance of the Helpdesk teams.Provide timely helpdesk analytics, insights and feedback to Business on current opportunities, challenges and provide solutions for improvement of existing helpdesk systems and processes.Key Accountabilities (3/6)V. Control of overall expenses within budget of all CRM initiatives Annual Budget planning of company Connect CRM system HW and SW requirements and project the costs for new HW requirements/developments in the year.Co strategize and plan yearly customer engagement initiatives within CRM Appropriately budget and phase out budgeting for CRM programs with businessTrack and monitor return on effort and investment periodically on new initiativesVI. Leading team Guide and develop team members by providing right opportunities for training, exposure & capability buildingMajor Challenges:Need a lot of coordinating with various cross functional stakeholders like marketing, sales, HR, IT, SFE,Finance, medical & compliance departments to ensure development, implementation and driving Digital initiatives.Key Interactions (1/2):Internal:Field Force, Marketing Teams, SFE, HR, IT for existing projects, analytics, Training, new developments, troubleshooting in systems, communication (Daily)Medical team ,Finance, Procurement,Compliance (Need based)External:Digital Agencies, CRM Vendors, Hardware Vendors, Business Analysts, Technical Developers and Doctors to ensure current product is meeting Business requirements and also understand new developments in the IndustryOnce or twice a Week governanceDimensions (1/2)Driving the agenda of managing, evolving, enhancing the organization CRM system and integrated processesHelpdesk TAT and user surveysEnsure Training and communication of all stakeholders on all Digital SystemsData sanctity and deduplicated customer databaseManage team of 4 Managers responsible for diverse CRM portfoliosKey Decisions (1/2):New developments and enhancements in existing systems - recommended to the SFE HeadProvide solutions to existing escalations and issues faced by Business teamsVendors for digital developments - recommended to the SFE HeadEducation QualificationScience Graduate / B. Pharma, MBA Desirable: Experience in IT Systems and processesRelevant Work Experience:10 - 15 years of relevant experience in heading a function responsible for Digital CRM management/ commercial excellence/ business/ operational/ IT in PharmaExperience in Sales Force Effectiveness, Sales Force Automation, CRM, Business Strategy, ProjectManagement, Pharma business processes and Business IntelligenceAnalytical skills, data - analytical orientation, articulate in communication, high operational excellence quotientTeam leader with the ability to successfully manage a team and influence peer groupPresentable with Good Communication skillsAbility to interact with Senior leadership team and drive CRM agenda,

Keyskills :
user adoptionservice levelsbusiness strategycustomer engagementbusiness requirementsoperational excellencecontinuous improvement